Puzzel Digital Engagement for Sales & Marketing

Increase sales by taking control of the customer journey

Get better conversion by proactively supporting and engaging online customers.

35%
better conversion rates
5x
decrease in cart abandons
30%
increase in order value
The challenge

Brands are losing major sales by ignoring customers online

Businesses spend millions on beautifully designed websites and eye-catching advertising aimed at driving customers to their online stores. But they’re not doing nearly enough to support and engage those customers once they get there. Customers can’t find the help they need and 3 out of 4 carts are abandoned. 

Would that be acceptable in a physical store? 

With Puzzel Digital Engagement, you can automatically and proactively support customers and visitors  so they don’t leave without making a purchase.  Reach out a helping hand, or an offer, at just the right moment to keep customers on your site and shopping or to convince them to sign up.


The impact of Puzzel Digital Engagement on your business

Increase your conversion rate by 35%

Taking control of the customer journey by engaging with the right customer, at the right moment in the right way (live agent, Smart Chatbot or discount) has proven to increase conversion by 35%.

Conversion rates increased from 3% to 24% during A/B testing when proactive trigger-based support was active!

Decrease cart abandon rates by 5x

Too many customers leave their cart without completing the purchase.

Proactively engage with customers who are about to abandon their cart at checkout and help them complete their purchase. Quickly identify the most important customers and automatically assist them with a Live chat, Smart Chatbots or discount banners depending on your available resources.

And to support high value purchases, empower your sales staff to video call and co-browse with customers in real-time or to schedule a meeting.

On average, our customers see 5x fewer cart abandons!

Increase average order value by 30%

Offering proactive and personalised support at the right moment keeps visitors and customers on your website continuing to shop. Just as they would in a physical store, customers are more likely to stay longer and buy more if they get the right help when they need it.

Puzzel Digital Engagement monitors every visitor’s behaviour. If, for example, a customer is spending too much time on a page without any action, a Smart Chatbot or live agent will proactively offer targeted support.

On average, our customers see a 30% increase in order value!

Trusted by award-winning businesses 

Goal: Increase conversion rate by offering assistance to customers who are about to drop out of the checkout process.

Solution: Using these four Digital Engagement rules to trigger proactive chat support:

1. Customers leaving checkout
2. Form errors on payment
3. A chart value above
4. Inactivity more than 60 seconds

Result: Checkout conversion rate increased from 3% to 24% when proactive support was offered.

International furniture store

We can now provide accurate and personalised service at all levels, especially to our 1.2 million loyalty members who choose to use digital channels.

“With a 26% increase in conversion, email reduction of 40% and a 70% reduced handling time thanks to the chatbot which pre-processes dialogues before handing over to a human agent, we are more than happy. We can now provide accurate personalised service at all levels, especially to our 1.2 million loyalty members who choose to use digital channels.

Chérie Dahlin Customer Service Manager at Granngården

Goal: Increase conversion rate in online store and utilise proactive chat as a more efficient service channel

Solution: Enabling proactive chat with advanced features such as co-browsing and video.

Result: 21% increase in total conversion, 85% first-time resolution, 3x more efficient thanks to parallel handling of chats and 50% fewer incoming emails

International fashion retail brand

Frequently Asked Questions

Most websites treat all visitors the same, which results in a poor and expensive customer experience.  

With Puzzel Digital Engagement configured you can segment your site visitor telling customers from visitors. You can segment what customers manage themselves from the one who needs your true attention.  

You also can segment out high value customers so that if resources are limited you focus on the once that will pay off the most. 

Then you set rules and triggers on how to engage with your different customer types.  

When activating Puzzle Digital Engagement, two customers entering your site at the same time will be put on different customer journeys and offered different types of assistance depending on customer value and what is the most efficient way to conversion. 

Some high value customers could be offered live chat while others are offered a cheaper chatbot. Customers in doubt in checkout could be offered a banner with discount to push them to conversion while ‘happy flow’ customers are not disturbed at all while completing check out. 

Simply put, Digital Engagement boosts revenue and improves customer experience by giving the right offer, at the right moment in the most efficient channel for conversion. 

Digital Engagement can help your customer service, sales or marketing team:

• Improve first contact resolution by directing customers to the right customer service channel for their particular enquiry, the first time
• Optimise channel management by routing customer enquiries according to their priority and your available resources
• Increase conversion by offering proactive and personalised assistance at key moments in the customer journey, e.g. during checkout

Research shows 66% of customers today feel treated like a number. But with Digital Engagement, you can ensure every customer feels seen and understood. By tracking your customers’ digital behaviour, you can gain a better understanding of their needs and deliver more personalised service. This saves precious time for your customers (and precious resource for your business).

Discover more about Digital Engagement for Sales & Marketing

Book a demo

Call us on

+44 333 300 0066

or

Arrange a call back

Callback

Please enter your details and a representative from our support team will call you back between 09:00 to 17:00 Monday to Friday.

Thank you

We will call you back shortly.

Speak to an expert

Our expert team are online and here to help.

Get in Touch

Sorry, our chat is currently closed. Please enter your details below and we'll get back to you: